Yasser Abdallah

IT Customer Service ManagerFull Time

• Job Details:• Manage and monitor the Quality of services and solutions provided to multinational customers. • Identify existing Customer needs, opportunities and work with the sales team to sell Orange products and services to increase the revenue. • Handle change requests, track change implementation, change reporting and change billing. • Primary point of contact for customers within Orange Business Services for all Service related issues. • Prepare periodic customer service reviews and provide customers with updated technical documents, including the Customer Operations Guide. • Create and manage Service Improvement Plans to insure service continuity and enhancement.

Data Solutions Support Team leaderFull Time

• Job Details:• Monitored and managed the team performance and provided all the guidance needed to enhance the team experience. • Communicated with all stakeholders for new projects and products. • Helped my team members in resolving complex issues, escalate and follow up on urgent cases. • Prepared monthly report about the TTs opened, make analysis and work to enhance the handling time and get permanent fix for repeated issues. • Review CVs, schedule and make technical interviews.

Data Solutions Support Senior EngineerFull Time

• Job Details:• Supported Enterprise VPN and Internet connections through different media "Copper, Fiber, Microwave, WiMAX, VSAT & 3G". • Supported International Links with AT&T, BT (British Telecom), Orange, Zajil, China Telecom, Telecom Malaysia and Vodafone Carrier Services. • Worked on different network devices using different protocols. • Trained the team members on new product & services and trained new comers on our daily operation.